Customer Service Project Manager
Resume:
Sokunta E. Henry
**** ******* ******* **, *** Vegas, NV 89178 ******@********.*** Phone
EDUCATION
. Bachelor of Science in Marketing, Grambling State University,
Louisiana (2003)
SUMMARY OF QUALIFICATIONS
. 8 + years professional experience in Project/Operations and Contracts
Management (4 Years) Field
. Served as a business advisor and liaison to Corporate Management on
local market conditions, business trends and industry developments
ensuring customer wants and needs were met effectively
. Skilled in developing strategies that fit the specific needs of
company, department and customer; keen ability to pickup existing
programs midstream increasing workflow and chances for success
. Member of Source Selection Board and provided recommendations to
Source Selection Authority including developing best value criteria,
assigning performance ratings and assisting in negotiations
. Provided recommendations for award based on Price, Best Value and Sole
Source determinations
. Proficient in proposal development, evaluation/analysis, pricing
techniques and commercial practices
. Ability to interpret contractual language and Corporate/Governmental
Policy (FAR) and Procedure
. Extensive knowledge of requirements development including work
specifications and SOW/PWS's
. Familiarity with various contract vehicles/types including Firm Fixed
Price, Time and Materials, Cost Plus, Indefinite Delivery Indefinite
Quantity (IDIQ) and Blanket Purchase/Master Agreements
. Supported entire Acquisition Lifecycle (Cradle-to-Grave) from defining
requirements to close-out
. Energetic and exemplary leader, committed to excellence; working
effectively within diverse groups
. Highly experienced in developing, training and delegating tasks to
small and large scale work teams
PROFESSIONAL EXPERIENCE - SPECIFIC DUTIES / ACCOMPLISHMENTS
Project Manager - NV Energy (NVE), Las Vegas, NV
Mar 05 - Dec 13
Project Manager of Customer Programs & Planning: Performs as project
manager of a matrix team for the research, evaluation, business case
development, and planning of new or enhanced customer programs Project
leader for multiple Requests for Proposal (RFP) that resulted in cost
savings to customer & company
. Project manager on several projects to improve department efficiency
on customer programs, contract renewals and implementation of new
software with direct impact on cost containment
. Managed an RFP for Electronic Audit System enabling customers to
reduce energy consumption; allowing both residential and commercial
customers to build hypothetical cost reducing scenarios
. Regularly negotiated with the nation's 3 largest customer payment
vendors (Western Union, Checkfree and Billmatrix) successfully
reducing contracted fees and performance period schedules
. Facilitated meetings and presentations to promote awareness of energy
conservation programs
. Assisted with the implementation of both previously referenced
programs and commercial services
Customer Service Representative - NV Energy (NVE), Las Vegas, NV
Mar 04 - Mar 05
Efficiently managed incoming customer calls; resolving customer service
problems. Initiated power service for new customers while utilizing a
variety of software programs (i.e. Banner, Sierra, Rumba, and Equifax)
. Received 2 Achievement of Excellence Awards for outstanding service
and stewardship to customer
. Recognized for outstanding business acumen by being promoted beyond
peers with longer tenures
Sales Associate - Best Buy, Shreveport, LA
Jul 02 - Dec 03
. Initiated credit checks for inquiring customers after performing
initial screening of suitability
. Sold product warranties with direct emphasis on increasing sales and
revenue for company
. Personally increased customer base for third party wireless cell phone
providers within the region
. Identified by management as both outstanding customer service
representative and #1 sales associate
Business Analyst - NV Energy (NVE), Las Vegas, NV
Jun 00 - Aug 00
. Accountable for employee time keeping functions; assisted management
in audits of personnel
. Managed and reviewed daily, weekly, monthly and annual audit reports
and recommended approval
. Supported budget meetings and maintained customer service budget
ensuring negative cost variance
. Tracked customer service representatives' performance appraisals and
management feedback
AWARDS / RECOGNITION
. Gold Award - Awarded for managing and implementing the electronic
audit system developed to reduce energy consumption (2008)
. Platinum Award - Earned for the first company-wide Achieving Our Full
Potential (AOFP) award for significantly reducing costs and
streamlining existing systems and contracts (2007)
. Gold Award - Above and Beyond Award for process improvement to company
website; Project Manager for team that created and implemented the new
processes for overall improvement (2006)
. Regularly recognized for customer service excellence to both customers
and departmental functions
ADDITIONAL RELATED TRAINING
NV ENERGY
. Work Force Development Training (Project Management Training) (2010 -
2011)
. Annual Commitment to Integrity (NVE) - FERC Standards of Conduct (2006
- 2010)
. Annual Commitment to Integrity (NVE) - Human Resource Policies
Certification (2006 - 2010)
. Annual Commitment to Integrity (NVE) - Insider Trading Certification
(2007 - 2010)
GRAMBLING STATE UNIVERSITY COURSES
. Communication and Ethics/Business Ethics
. Legal Environment of Business
. Statistics and Research Methods for Managerial Decisions
. Operations Management
. Human Relations and Organizational Behavior
. Project Management in the Business Environment
. Marketing Management
. Strategy Formulation and Implementation
ACTIVITIES / VOLUNTEERISM
. Young Adult Ministry
. Youth Football Coach
. Molasky Park City of Las Vegas Youth Football Championship
. Corporate Challenge Flag Football Captain
. Senior Volunteer - Renovating Senior Homes in Las Vegas for Energy
Efficiency
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